Responsibilities Advanced Troubleshooting: Own and resolve the moderate-to-complex customer issues, including performance problems, data corruption, and advanced API/integration failures. Mentorship: Provide informal guidance, ticket reviews, and shadow sessions for junior staff to help build their technical skills. Process Improvement: Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting).
Cross-Functional Liaison: Collaborate directly with Engineering, Product, and Customer Success teams on bug prioritisation and customer communication strategies for escalated issues. Incident Management: Lead technical troubleshooting on high-priority incident calls with customers. Escalation Handling: Act as the first point of technical escalation for Intern & Associate engineers, resolving complex issues without needing to engage Engineering Nice to have 2-4+ years of experience in technical support, with a proven track record of handling complex issues.
Advanced expertise in the product's technical stack (e.g., advanced SQL optimisation, light scripting, deep API debugging). Proven experience in handling customer escalations and de-escalating tense situations. Experience in mentoring or informally training junior team members. Strong project management skills and the ability to lead initiatives.
Job description provided by Aera Technology.
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